Have you set up a voice of customer program or a survey program (NPS, CSAT, Customer Effort Score, or any other system) but you are unsure how to deal with the feedback? Or have you thought about setting one up, but don't know how?
No company can afford to lose customers. If your customers are leaving and you don't know the reason, it's time to find the causes. There are different ways to do this. Contact me and we can discuss how I can help you stop the losses and return to revenue growth.
Is your growth stagnating? Do you get the feeling that customers want more, but you can't put your finger on what? Do you feel that you know your customers as well as you should? Would you like to establish a closer relationship with your customers? If the answer to any of these questions is yes, it's a great opportunity to launch a Voice of Customer program to listen to your customers and to act on their feedback.
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A Passion for Customers and specialist for Voice of Customer, Customer Journey Mapping, and Complaint Handling
I've always enjoyed being on the frontline with customers. From my early days in the airline business to my last position at ABB in Zürich, as the owner of ABB's Voice of Customer (VoC) and global complaint resolution programmes.
Time spent in Japan gave me a passion for Customer Experience. Anyone witnessing Japanese customer service will know what I mean. Such dedication and focus on the customer can only stem from cultural origins.
At ABB, I led the development of a Voice of Customer program, delivering powerful insights with a profound effect on future company priorities. We developed our complaint management tool to track performance in customer follow-up. Being able to gauge how customers felt about solutions provided to them enabled us to make corrections if needed. Our finger was on the pulse.
I am a Certified Customer Experience Professional (CCXP) and am a founder member of the European Customer Experience Organization (ECXO).
I absolutely enjoyed your masterclass and gained new insights on complaints management. One part of it I appreciated, in particular, was the 5As model in Complaints Management. Having it aligned in the way you put it, makes it easier to follow and puts things in the right perspective.